Rider Support and Supply Manager


Melbourne, AU
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 06/07/2021
  • Website: deliveroo.co.uk
  • Company Address: The River Building - Level 1 Cannon Bridge House, 1 Cousin Lane, London, , London, England, WC1E 7HJ

About Deliveroo

Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date.

Job Description

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

What you'll be doing:

Reporting to the Rider Lifecycle Manager, your role is to lead the Rider Supply and Support teams in their mission to provide a market-leading experience for all Deliveroo applicants and riders. You will be challenged to think ‘outside the box’ and strategically drive efficiencies in processes without jeopardising the quality of support for riders.

  • Stakeholder Management - represent the Australian function of Supply and Support with global stakeholders and facilitate changes developed at a global level in the local market. 
  • Team building and management - help develop the Support and Supply teams, including providing continuous feedback, personal growth plans and guidance on individual performance in meeting KPI targets.
  • Mitigate risk - systematically review all compliance processes to ensure that all compliance requirements are met; and, work with the legal team to develop robust processes and mitigate any risks
    • Rider life-cycle optimisation - scoping and implementation of rider life-cycle strategies to improve the conversion of applicants and activation of new riders
    • Process Optimisation - work with the Supply and Support teams to create streamlined processes that provide a market-leading rider experience in a lean and effective structure
  • Supply Optimisation - work with the Ops Performance team to optimise supply targets and ensure that onboarding processes are optimised to minimise waste
  • Reporting - track the progress and performance of the Australian Supply and Support teams to ensure that targets and projects are on track as well as using reporting to identify key areas of focus that need to be addressed.
  • Budget Management - ensure that rider acquisition budget is optimised and campaign and direct engagement spend is within budget and adding impact to the rider experience
  • Third Party Provider Relationship Management - support the Rider Lifecycle Manager in maintaining the relationships between Deliveroo and the service providers who currently manage some of our compliance and insurance processes. 

Skills you'll need:

  • You'll be comfortable communicating with a variety of stakeholders, showcasing your ideas and driving improvements for the supply team
  • You'll have either managed or mentored a small team and be keen to coach and grow those reporting in to you
  • Experience with data: you'll have to track the progress and performance of the supply teams and gain insights from this data


  • Become one of the key employees of a fast-growing, exciting startup changing the food delivery landscape
  • Open, respectful and fun company culture
  • Additional leave days for years of service 
  • Volunteering leave to support a charity of your choice 
  • Health & Wellbeing
    • Free access to HeadSpace
    • ClassPass corporate discount 
  • LinkedIn Learning Access
  • Free Deliveroo Plus - Free delivery and access to special offers
  • Amazing HQ offices located in Melbourne CBD
  • Excellent kit to enable working from home and a parent-friendly working culture
  • Enhanced Maternity & Paternity benefits
  • Quarterly celebrations with the wider team, end of year parties & regular social events

Our team is currently working from home in line with the current government advice relating to COVID19; benefits related to working from the office will be available when we return back to the office.

Life at Deliveroo

We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.

There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

Diversity and Inclusion

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.